Large Public Library System Research Articles

Provision of health-related information for immigrant patrons in public libraries in a large US city

PurposePublic libraries can help immigrants adjust to life in the USA, including maintaining health and well-being. The purpose of this study was to understand how immigrants use public libraries and how library staff provide health-related information and services for immigrant audiences.Design/methodology/approachThis study used semistructured interviews with library staff (n = 9) and immigrant library patrons (n = 10), representing multiple first languages and countries of origin from two different library locations within a large public library system in a US mid-Atlantic city.FindingsStaff reported offering many health-related programs and services, but only one of the 10 patron respondents had used them. Patrons more commonly used the library in ways indirectly related to health (e.g. learning English) than direct health-related services. Staff reported comfort interacting with immigrant patrons, but lacked consensus on navigating language barriers and determining community needs.Research limitations/implicationsThis qualitative study provides insights from a specific geographic and cultural setting. It focused on immigrants using the library and may have excluded vulnerable populations of immigrants who encounter barriers to using the library. Future research and practice should focus on how public libraries can better meet the health information needs of immigrant populations, including navigating controversial social and political topics, as well as emerging health-related information during a pandemic.Originality/valuePublic health practitioners often overlook public libraries as community collaborators. This research identifies that while there is important and essential work happening in public libraries to improve immigrant health, more can be done, especially in collaboration with public health professionals.

A 360 Degree View: The Ideal Qualities of Library Leaders and Employees

The rapidly changing demands of library customers across different fields of librarianship mirrors that of general society. Are the qualities deemed important for these jobs five or ten years ago still deemed important today? Are these administrators and employees satisfied working in a field that requires such constant change and growth? Our study seeks to address these questions by providing further insight into what qualities library leaders look for in today’s library employees while also providing insight into what qualities library employees look for in today’s library leaders for a 360 degree view. Using a research study crosswalk, interview and survey questions were developed to ensure internal and construct validity and close alignment. The study’s total sample was 289 participants, which included interviews and an online survey completed by public, academic, school, and special libraries in North Carolina and a large public library system in Arizona. The authors found the following: 1) leaders are associated with creating vision, motivating staff, and driving an organization forward, 2) managers are associated with following operational procedures, being task-focused, and being approachable to staff, and 3) excellent library employees show initiative, are self-motivated, are passionate about the work, and demonstrate a willingness to learn new skills.

What knowledge and attitudes inform public librarians’ interactions with library patrons in crisis?

Using a thematic analysis, this article explores the knowledge and attitudes that inform public librarians’ interactions with people in crisis. Through five focus groups with 22 librarians at a large urban public library system, the study addresses how public librarians support people in crisis, what kinds of barriers and opportunities they experience, and how their perspectives on supporting patrons in crisis have professional impacts. Focusing on both the knowledge and attitudes of public librarians, this research has implications for exploring how public librarians can develop knowledge, attitudes, and skills that may be beneficial for supporting patrons in crisis.

The Changing Role of Libraries: How Social Workers Can Help

Public libraries in the United States are visited daily by vast numbers of people experiencing unmet psychosocial needs including poverty, homelessness, immigration concerns, mental health, substance abuse, and health problems. While some libraries have begun to hire or partner with social service personnel, many library staff are facing patron psychosocial crises without adequate training or resources. Various studies examine different facets of this issue; however, none examine how library staff perceive their role, patron psychosocial needs, library responsibility to address psychosocial needs, and policy and program recommendations. This study addresses that gap and presents needs assessment results from a large metropolitan public library system. Recommendations are included for how social workers can help libraries meet patron psychosocial needs.

Young Adult Outreach: An Examination of Outreach Attempts at Branch Libraries in a Large Urban Public Library System

Although outreach is a stated or implied goal of nearly all library systems, there is no universal definition of what constitutes outreach and how to evaluate its success. A survey of institutional guidelines and scholarly work reveals a range of ideas and some discussion of the concept, but ultimately raises more questions than answers. However, one study of a single public library system provides a glimmer of insight. Focusing on outreach to organizations serving young adults (13 to 18-year-olds), the study articulates possible directions for further research on this vital issue.

Health information programming in public libraries: a content analysis

ABSTRACTHealth information programs, defined as library programs focusing on health-related topics, are an essential way for public libraries to reach out to their user communities, raising awareness of and interest in healthy lifestyle, promoting access to quality health information, and ultimately enhancing health literacy of the citizenry. This study presents a content analysis of the health information programs provided by a large urban public library system in the past year, seeking to strengthen the professional understanding of how public libraries can contribute to health literacy improvement through effective programming, and help other libraries gain insights on health information program planning and implementation.

Inadvertent Volunteer Managers

Although a voluminous literature addresses organizational change, employee stress, and organizational behavior, we have little understanding of employees’ responses to being assigned the role and responsibilities of a volunteer manager. Because many public and nonprofit organizations seek to incorporate more volunteers—especially during times of fiscal stress—employees’ responses to an influx of volunteers and additional volunteer management responsibilities can affect organizational performance. We use data from a case study at a large public library system to illustrate how role theory helps advance our understanding of these responsibilities in a human resource context. Our findings suggest that role perceptions, expectations, and conflict all inform the effectiveness and dynamics of managing important unpaid human resources: volunteers. We discuss the organizational implications of inadvertent volunteer managers—employees assigned to the volunteer manager role without prior training and experience.

Twitter Content Categorisation: A Public Library Perspective

With the rise of social media, many library and information services have begun to incorporate a wide variety of social media and social networking applications into their systems and services. Among the mainstream social networking applications, micro-blogging, in general, and Twitter, in particular, have gained increasing popularity. This paper reports the results of an exploratory study of the application of Twitter in the context of a large public library system. Specifically, this study has sampled, content analysed and categorised a select number of tweets created by a public library system in order to identify and document the ways in which Twitter can be used for various information services and knowledge management practices in public libraries. One of the main outcomes of this study is a tweet categorisation scheme that has a specific focus on the information services offered by public libraries.

Effectively Visualizing Library Data

Data visualization has become a hot topic over the last few years. This popularity can be seen everywhere. The New York Times revolutionized itself by creating gorgeous, interactive visualizations of everything from political campaigns to nutrition. (1) There is a suddenly vibrant data visualization blog scene, lead by stellar resources FlowingData and Information is Beautiful. (2) More and more software programs have appeared that make creating compelling visualizations easier and easier, but also more and more data are collected and analyzed digitally. Our new means of collecting data necessitates new means of representation to communicate the message of massive and messy sets of data. The immense success of computing in the second half of the twentieth century has brought about a correspondingly immense challenge: how do we deal with all of this data? Design thinking stepped up to the challenge by allying with statistics to create the half-art, half-science of data visualization. Libraries have not been left behind; everywhere the rise of new forms of data presentation is visible. The Seattle Public Library features a live-updating dashboard showing recent circulations and intricate networks of keywords. (3) The Harvard Library Lab is working on a powerful tool to view collection size and circulation by subject heading. (4) The Indianapolis Museum of Art has a web dashboard that boldly presents their changing quantities of artwork, memberships, visitors, and of course Facebook fans. (5) Brown University Libraries are working on a similar idea that presents live data such as checkouts in embeddable widget form. (6) The North Carolina State University Libraries have an ambitious data visualization project that aims to visualize the usage of reference services, course tools, computer workstations, and group study rooms. (7) These are all great strides being made by innovative libraries. Hopefully, as more examples appear and these frontrunners release their techniques as open-source code, the barrier to entry will diminish for all libraries. In the years to come, public data dashboards on library websites may be as common as catalog search boxes. It is not the aim of this column, however, to enumerate the most beautiful graphs of library data on the web but to demystify the practice of data visualization so that we can begin to create our own. THE PURPOSE OF VISUALIZATION Data visualization has a clear purpose: to aid in our understanding of data. Visualizations help us recognize otherwise obscure trends. Many visualizations offer means of interaction, they do not merely report a single, unassailable truth, but give the end-user an opportunity to explore the data and reach possibly unanticipated conclusions. They help us simplify the interpretation of an intimidating universe of data, intimidating both in terms of the sheer size of datasets, which can consist of millions of data points but also in terms of the dimensions of the data. A dataset might have only a dozen distinct points, but each point could in turn have thousands of aspects to it, a veritable world unto itself. Think of library branches: even large public library systems may have a single digit number of branches, but each of those branches has distinct sets of opening hours, geographic coordinates, items in the collection, staff members, and services. Distilling those differences into a meaningful representation is a challenge. [FIGURE 1 OMITTED] Data visualization approaches the challenges of size and complexity by fusing the art of design with the logic of statistics. Success hinges on both; a brilliant statistician can produce incoherent spreadsheets, while a talented designer can create misleading visuals. Above all, visualization strives to accurately represent data; mere artistry descends into chart junk and delusion. Figure 1 is representative of everything data visualization seeks to overcome. …

Analyzing Public Library Service Interactions to Improve Public Library Customer Service and Technology Systems

Abstract
 
 Objective – To explore the types and nature of assistance library customers are asking library staff for in a large Canadian urban public library system.
 Methods – A qualitative study employing transaction logging combined with embedded observation occurred for three-day sample periods at a selection of nine branches over the course of eight months. Staff recorded questions and interactions at service desks (in person, by phone, and electronically), as well as questions received during scheduled and non-scheduled provision of mobile reference service. In addition to recording interaction details and interaction medium, staff members were also asked to indicate briefly the process or resources used to resolve the interaction. Survey data were entered and coded through thematic analysis.
 
 Results – The survey collected 6,099 interactions between staff and library customers. Of those 6,099 interactions, 1,920 (31.48%) were coded as pertaining to technology help. Further analysis revealed significant library customer need for help with Internet workstations and printing.
 
 Conclusions – Technology help is a core customer need for Edmonton Public Library, with requests varying in complexity and sometimes resolved with instruction. The library’s Internet workstations and printing system presented critical usability challenges that drove technology help requests.

Canadian Public Libraries Are Aware of Their Role as Information Literacy Training Providers, but Face Several Challenges

Abstract
 
 Objective – To explore the current state of information literacy (IL) training in Canadian public libraries, and to identify strategies used for improving IL training skills for staff and patrons.
 
 Design – Mixed-methods approach, including document analysis, observations, and focus group interviews.
 
 Setting – Two libraries of a large public library system in Canada: the central library and one branch library.
 
 Subjects – Six staff members (manager, administrator, training coordinator, instructor, and computer technician) who have been involved in designing and teaching information literacy courses for library patrons and staff.
 Methods – The researcher analyzed internal and external library documents related to information literacy, including, but not limited to, reports, posters, lesson plans, newsletters, and training scripts. He also observed interactions and behaviours of patrons during IL training sessions. Finally, he conducted a focus group with people involved in IL training, asking questions about facilities and resources, programs, patron reaction, librarian knowledge of IL theory, and impediments and benefits of IL training programs in public libraries.
 
 Main Results – Staff were aware of the importance of IL training in the library. Attracting more library patrons (including building partnerships with other organizations), improving staff IL and training skills, employing effective strategies for running training programs, and dealing with financial issues were all concerns about running IL training that were highlighted.
 
 Conclusion – Canadian public libraries are well aware of their role as IL training providers, but they still face several challenges in order to improve their effectiveness.

Exemplary public library branch managers: their characteristics and effectiveness

PurposeThe purpose of this paper is to revisit a study that identifies the characteristics that contribute to perceptions by local politicians, library board members, library leaders and colleagues of what makes a public library branch manager “exemplary”.Design/methodology/approachThe paper is an in‐depth study that draws upon a survey questionnaire and 120 interviews with multiple stakeholders, supervisors, peers and branch managers from two large public library systems in the Greater Vancouver (British Columbia, Canada) area and peer members of the Ontario (Canada) Library Association. Branch managers also completed the Myers‐Briggs Type Indicator assessment instrument for personality type and temperament profiling.FindingsSurvey results collectively described the exemplary branch manager as a flexible individual with best‐practice management know‐how and the emotional intelligence needed to motivate and bring others along. The exemplary branch manager has a strong tendency toward extraverted behaviors.Practical implicationsKnowledge can be leveraged to improve graduate school curriculum, career planning, recruitment, and staff training and development to enhance the effectiveness of public library branch managers as perceived by community and library leaders.Originality/valueThe paper provides perceptual, behavioral and psychometric evidence that incorporates perspectives of community leaders, colleagues and staff needed to identify core competencies for public library branch managers.

Public Library Participation in a MedlinePlus® Go Local Project: Perceptions of Georgia Librarians and Staff

In an effort to promote public library involvement in Georgia Health – Go Local, a National Library of Medicine initiative to link consumers to health resources in their local areas, staff at a large public library system in south Georgia were trained to enter local records into the Go Local database. Results of two follow-up focus groups indicated that participants were enthusiastic about demonstrating Go Local and MedlinePlus to library users but were not comfortable creating or maintaining Go Local records due to concerns about the relevance of the project, unease with medical terminology, varied levels of computer expertise, and worries about possible liability.

The story of libraries: from the invention of writing to the computer age

This work describes the crucial role libraries played in ancient Egypt, Han-dynasty China, the ancient Western Classical world (the great library of Alexandria, which was lost to us in stages over many years), the Baghdad of Harun-al-Rashid, and medieval and Renaissance Europe. It continues with the libraries of colonial America, the Library of Congress, university libraries, and today's large public library system.

Collaborative Chat Reference Service Effectiveness Varies by Question Type for Public Library Patrons

A review of:
 Kwon, Nahyun. "Public Library Patrons' Use of Collaborative Chat Reference Service: The Effectiveness of Question Answering by Question Type." Library & Information Science Research 29.1 (Mar. 2007): 70-91.
 
 Objective – To assess the effectiveness of a collaborative chat reference service in answering different types of question. Specifically, the study compares the degree of answer completion and the level of user satisfaction for simple factual questions vs. more in-depth subject-based reference questions, and for ‘local’ (pertaining to a particular library) and non-local questions.
 
 Design – Content analysis of 415 transcripts of reference transactions, which were also compared to corresponding user satisfaction survey results.
 
 Setting – An online collaborative reference service offered by a large public library system (33 branch and regional locations). This service is part of the Metropolitan Co-operative Library System: a virtual reference consortium of U.S. libraries (public, academic, special, and corporate) that provides 24/7 service. 
 
 Subjects – Reference librarians from around the U.S. (49 different libraries), and users logging into the service via the public library system’s portal (primarily patrons of the 49 libraries). 
 Method – Content analysis was used to evaluate virtual reference transcripts recorded between January and June, 2004. Reliability was enhanced through triangulation, with researchers comparing the content analysis of each transcript against the results of a voluntary exit survey. Of 1,387 transactions that occurred during the period of study, 420 users completed the survey and these formed the basis of the study, apart from 5 transactions that were omitted because the questions were incomprehensible. Questions were examined and assigned to five categories: “simple, factual questions; subject-based research questions; resource access questions; circulation-related questions; and local library information inquiries” (80-81). Answers were classed as either “completely answered, partially answered or unanswered, referred, and problematic endings” (82). Lastly, user satisfaction was surveyed on three measures: satisfaction with the answer, perceived staff quality, and willingness to return. In general, the methods used were clearly described and appeared reliable.
 
 Main results – Distribution of question types: By far the largest group of questions were circulation-related (48.9%), with subject-based research questions coming next (25.8%), then simple factual questions (9.6%), resource access questions (8.9%), and local library information inquiries (6.8%).
 
 Effectiveness of chat reference service by question type: No statistically significant difference was found between simple factual questions and subject-based research questions in terms of answer completeness and user satisfaction. However, a statistically significant difference was found when comparing ‘local’ (circulation and local library information questions) and ‘non-local’ (simple factual and subject-based research questions), with both satisfaction and answer completeness being lower for local questions. 
 
 Conclusions – The suggestion that chat reference may not be as appropriate for in-depth, subject-based research questions as it is for simple factual questions is not supported by this research. In fact, the author notes that “subject-based research questions, when answered, were answered as completely as factual questions and found to be the question type that gives the greatest satisfaction to the patrons among all question types” (86).
 
 Lower satisfaction and answer completion were found among local vs. non-local queries. Additionally, there appeared to be some confusion among patrons about the nature of the collaborative service – they often assumed that the librarian answering their question was from their local library. The author suggests some form of triage to direct local questions to the appropriate venue from the outset, thus avoiding confusion and unnecessary referrals. The emergence of repetitive questions also signalled the need for the development of FAQs for chat reference staff and the incorporation of such questions into chat reference training.

Observations of Babies and Toddlers in Library Settings

Participant observation, unlike the more traditional approach of querying adults about children's experiences, is identified as an appropriate and effective method for studying babies and toddlers in public library settings in order to explore these experiences from the children's own perspectives. In an observation study of eleven, thirty-minute baby storytimes conducted at two branches of a large public library system, the naturally occurring behavior of the children captured through observation field notes and audio-recording and transcription of the program successfully revealed numerous incidents of emergent literacy activities and social interaction. This article discusses the practicalities of implementing participant observation in storytime programs for very young children. Special requirements related to informed consent, the need to protect baby and toddler participants, and the challenge of gaining and maintaining access are addressed. Included is an appendix of recommended observation, child development, and research methods texts.

Maximizing Access to Resources: A Distance Learning Librarian Joins Forces with Colleagues at Supporting (Proximal) Libraries

ABSTRACT Saint Leo University faculty provide instruction at SCE sites located on eight community college campuses and three military bases in the Florida region. This article will examine ways in which the Distance Learning/Reference (DL/Ref) librarian facilitates off-campus student access to both the university library's online and print resources and to library resources at nearby supporting, or “proximal,” libraries for students who are too far from the University Campus to use anything except the Ask-a-Librarian, 1–800 reference, and Interlibrary Loan services. These students must rely on proximal libraries, which include large public library systems, library consortia, community college libraries, and military base libraries, for access to print resources as well as Internet access to the university's online content. Providing library access services for such a large, disparate group requires the additional combined efforts of administrators, other faculty librarians, and supporting libraries.

Education for Consumer Health: A Train the Trainer Collaboration

This project featured collaboration between a large public library system and an academic institution to address training needs related to the rise in the demand for quality consumer health information. A train the trainer program featuring hands-on training and Web-based support was designed and implemented. Public reference librarians received customized education and support to facilitate their efforts to train library users of consumer health information. The results of the collaborative effort included an increased awareness of cultural, linguistic, and literacy issues for effective provision of public library consumer health reference service along with a reaffirmation of the need for strategic community collaborations for health education.

Cost-Effectiveness of Consolidated County Library Systems in Midwestern Cities

This study examines the cost-effectiveness of consolidated county libraries in large metropolitan areas of the Midwest and compares it with the cost-effectiveness of large city libraries which share service to the county with other large public library systems in the area. The hypothesis that consolidated county library systems serve a large metropolitan area more economically than two or more large public libraries within a county is tested. The survey method is used to collect population, budget, and circulation statistics from 19 libraries in Midwestern cities of 100,000 or more. The data are analyzed for cost-effectiveness using a one tailed T-test to compare the means of county versus noncounty. The results of this study demonstrate a significant difference between the Cost per Item Circulated and the Per Capita Circulation from county to non-county libraries. It costs the county libraries less to circulate one item and they also circulate more items for each person in the population they serve. Thes...

Reaching the Top in Canadian Librarianship: A Biographical Study of Sex Differences in Career Development

Male and female directors of academic, government, and large public library systems across Canada participated in intensive biographical interviews about their careers. The results of the interviews revealed a number of differences in the career paths followed by men and women prior to their appointments as directors. Most notably, the men put in fewer years of service than did the women prior to their first appointment as library director, and the men were more likely to have been appointed from outside the institution. The female directors of large public library systems were more likely than male directors to have spent time working in the position of deputy director. In accounting for their successes, more of the women mentioned that their careers had been influenced by a mentor. Also, the men were more likely than the women to describe their career moves as part of a plan.